In this blog, we'll discuss the what is considered a support vs. a consulting request according to SAP (reference: KBA 2706322).
What is considered an SAP Support Request?
SAP Support agrees to handle problem incidents in accordance with Cloud maintenance agreements in the following scenarios:
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- If there is an error in the software or SAP provided Best Practice configuration or with expert configuration done by SAP as requested by the customer;
- An error in the software causes subsequent errors or SAP provided Best Practice configuration causes subsequent errors;
- Standard product functions have incorrect or missing documentation.
What is considered a Consulting Request (requires Professional Services)?
The following cases are classified as consulting requests and should not be raised via a Support incident. This includes inquiries concerning:
- Advice or assistance relating to configuration, business process analysis, or implementation specific to the customer’s unique environment or already documented in Product Guides
- 'How-To' questions seeking assistance with documented features
- Assistance with customization of the core product, core functionality and/or problems or errors caused by customization that has been implemented or completed by customers or partners.
For help with configuration, how-to, and implementation issues, please visit the appropriate self-service resources as follows:
2546780 Get Help & Assistance for 'SAP Marketing' and 'SAP Marketing Cloud'
2116056 SuccessFactors Partner Support - Resources & Tools
2155240 Assessing Incident Priority – SuccessFactors
2287393 SAP SuccessFactors - information on support processes and case handling guidelines
2287597 Bizx - Patch and major release information
2090228 How to submit enhancement requests for SAP SuccessFactors products
2569847 How to find your User Assistance for SAP Analytics Cloud (SAC)
2487011 What information do I need to provide when opening incidents with SAP Analytics Cloud?
2563519 S/4 Hana Public Cloud - How to create the perfect inciden
2492603 How to use Guided Answers
2570790 Expert Chat Frequently Asked Questions - SAP Product Support
2482688 *** MASTER KBA *** Schedule an Expert
2171560 How to be notified of new or updated SAP Notes or KBAs in the ONE Support Launchpad
0067739 Priority of problem incidents
Alternately, you may engage your SAP Account Executive or Customer Engagement Executive about Professional Services options, or about engaging an SAP Authorized Partner like AltaFlux to assist. Should you have a consulting request, we'd be happy to discuss your needs. Please contact us to schedule a time to chat with one of our experts.
